Summary
Settling an estate with a bank can be an overwhelming experience, often complicated by unclear documentation requirements, inconsistent policies, and delays. While some banks excel by providing empathetic, knowledgeable staff and personalized support, others lose customers due to stress-inducing processes, excessive fees, or lack of digital options. Banking CX and digital leaders can retain customers and stand out during this critical life event by offering empathetic, responsive service; clear guidance; and seamless digital tools.
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